Troubleshooting
Problem
Collecting Data documents aid in problem determination and save time resolving Problem Cases (previously called PMRs).
Resolving The Problem
Collecting Troubleshooting Data early, even before opening the Case, helps IBM® Support quickly determine if:
Symptoms match known problems (rediscovery).
There is a non-defect problem that can be identified and resolved.
There is a defect that identifies a workaround to reduce severity.
Locating root cause can speed development of a code fix.
Collecting Data: Table of contents:
Entering general information into an electronically-opened Problem Case (previously called PMRs) eliminates waiting on the phone to provide general information to support.
From the Spectrum Protect Server, from which monitoring data are collected, enter the following commands, using a Spectrum Protect Admin command Line Client:
- where endd and endt are the ending date and time for the actlog entries being collected
- the actlog gather should cover the full time frame of the issue/problem/scenario being diagnosed
Explicitly using the above commands will redirect the output to files called querysys.out and actlog.out to the Spectrum Protect servers working directory. The names of these files can be changed and a full path can be specified to place the output in any desired directory using any desired name.
These files along with the following files/info should be included as general information:
Tar and compress the following data:
From the system with the IBM Tivoli Monitoring for Tivoli Storage Manager agent (also known as "SK agent") installed:
- TMAITM6 directory
- Agent trace:
http://www.ibm.com/support/knowledgecenter/SSGSG7_7.1.1/com.ibm.itsm.tshoot.doc/t_pdg_agent_tracing.html
Collect screenshots showing the error or unexpected behavior.
Screenshots could be from:
- TEMS: Tivoli Enterprise Monitoring Services
- TCR - Tivoli Common Reporting
- TEP - Tivoli Enterprise Portal
For Windows platforms, gather the following files:
From the system with the IBM Tivoli Monitoring for Tivoli Storage Manager agent (also known as "SK agent") installed:
- Agent trace:
http://www.ibm.com/support/knowledgecenter/SSGSG7_7.1.1/com.ibm.itsm.tshoot.doc/t_pdg_agent_tracing_win.html
Collect screenshots showing the error or unexpected behavior.
Screenshots could be from:
- TEMS: Tivoli Enterprise Monitoring Services
- TCR - Tivoli Common Reporting
- TEP - Tivoli Enterprise Portal
Collect output from PDCOLLECT utility using the following steps:
pdcollect at the TEMS:
Symptoms match known problems (rediscovery).
There is a non-defect problem that can be identified and resolved.
There is a defect that identifies a workaround to reduce severity.
Locating root cause can speed development of a code fix.
Collecting Data: Table of contents:
| Gathering General Information |
Entering general information into an electronically-opened Problem Case (previously called PMRs) eliminates waiting on the phone to provide general information to support.
| Manually Gathering General Information |
From the Spectrum Protect Server, from which monitoring data are collected, enter the following commands, using a Spectrum Protect Admin command Line Client:
- QUERY SYSTEM > querysys.out
- QUERY ACTLOG begind=<mm/dd/yyyy> begint=<hh:mm> endd=<mm/dd/yyyy> endt=<hh:mm> > actlog.out
- where endd and endt are the ending date and time for the actlog entries being collected
- the actlog gather should cover the full time frame of the issue/problem/scenario being diagnosed
Explicitly using the above commands will redirect the output to files called querysys.out and actlog.out to the Spectrum Protect servers working directory. The names of these files can be changed and a full path can be specified to place the output in any desired directory using any desired name.
These files along with the following files/info should be included as general information:
- dsmserv.opt
- dsmserv.err
- details of operating system levels
- Spectrum Protect Server specific version (ex: 8.1.4.200)
| Manually Gathering Tivoli Monitoring for Tivoli Storage Manager Information |
Tar and compress the following data:
From the system with the IBM Tivoli Monitoring for Tivoli Storage Manager agent (also known as "SK agent") installed:
- TMAITM6 directory
- Agent trace:
http://www.ibm.com/support/knowledgecenter/SSGSG7_7.1.1/com.ibm.itsm.tshoot.doc/t_pdg_agent_tracing.html
Collect screenshots showing the error or unexpected behavior.
Screenshots could be from:
- TEMS: Tivoli Enterprise Monitoring Services
- TCR - Tivoli Common Reporting
- TEP - Tivoli Enterprise Portal
For Windows platforms, gather the following files:
From the system with the IBM Tivoli Monitoring for Tivoli Storage Manager agent (also known as "SK agent") installed:
- Agent trace:
http://www.ibm.com/support/knowledgecenter/SSGSG7_7.1.1/com.ibm.itsm.tshoot.doc/t_pdg_agent_tracing_win.html
Collect screenshots showing the error or unexpected behavior.
Screenshots could be from:
- TEMS: Tivoli Enterprise Monitoring Services
- TCR - Tivoli Common Reporting
- TEP - Tivoli Enterprise Portal
Collect output from PDCOLLECT utility using the following steps:
pdcollect at the TEMS:
- for UNIX/Linux platform
<tsm_home>/itm/bin/pdcollect
The above command will generate a *.tar.Z file.
Where <tsm_home> default is /opt/tivoli/tsm/reporting - for Windows platform
<tsm_home>\itm\BIN\pdcollect.cmd
The above command will generate a .jar file.
Where <tsm_home> default is C:\IBM
| Submitting Information to IBM Support |
After a Case is open, you can submit diagnostic troubleshooting data to IBM.
When data is uploaded to the Case, the status will be automatically be updated to acknowledge that data has been received. If you are still working with older Problem Management Records, you will want to update the PMR to indicate that you have sent the data.
| Online Self-Help Resources |
-
Review up-to-date product information at the IBM Spectrum Protect page.
- Sign into your account on the Spectrum Protect Product page, to access additional resources or to open a Case with the Support team.
| Related Information |
- Exchanging information with IBM Technical Support
- Latest Spectrum Protect Server and Client Downloads - Fixpacks and Interim Fixes
- Installing and configuring Tivoli Monitoring for Tivoli Storage Manager
Related Information
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Document Information
Modified date:
14 October 2019
UID
swg21982638